Product Support Engineer

Company Description

We are One Sutherland - a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Sutherland is seeking an Associate Product Support Engineer for Enterprise Email Archiving Software. The successful candidate will possess an understanding of email administration and security, Active Directory (AD), IP networking, cloud services and will be highly experienced in providing excellent customer service and problem escalation/resolution.

Job Description

• Provide enterprise level technical support to companies, via phone, virtual meetings, and the ticketing system (Salesforce experience preferred)

• Manage cases in the ticketing system to ensure your cases are handled within SLA guidelines.

• Advise customers regarding the product's proper use and address specific systems/configuration issues.

• Manage product escalations, act as a liaison between customers, and various levels of tiered support.

• Work closely with infrastructure, operations, and engineering teams, including efforts to re-create issues in the test environment.

• We are a 24/7/365 support team. You will be working at least one weekend day. Holiday shifts may be required.

Qualifications

• Strong ability to troubleshoot software applications and complex distributed system environments involving multiple configurations and protocols.

• Strong ability to work independently while managing time and schedules.

• Ability to communicate effectively and professionally in a constructive manner with customers, coworkers, management, and executives.

• Product support or technical support experience

• Experience with problem analysis and resolution of software problems.

• Understanding of Microsoft Exchange and SMTP messaging architecture

• Hands-on experience trouble-shooting Microsoft Windows, Active Directory, and Internet Information Server (IIS)

• Experience hosting Zoom, WebEx or other remote hosting tools for customer troubleshooting sessions.

• Nice to have: AWS knowledge, MCP, MCSA, MCSE, CCNA, CCNP, experience with Power shell and scripting.

• Passion for customer service, customer experience and customer support

• Great attitude towards work and learning more every day

Additional Information

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation

During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.

At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all

Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.

Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.